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iCarol attends the United Way CEO 2-1-1 Summit

US 211

Last week I had the privilege of attending the United Way CEO 2-1-1 summit hosted in Denver, Colorado. It’s important to us that iCarol continue to be involved and at the forefront of developing initiatives and thoughts in this industry, hence our attendance at this summit and the Alliance of Information and Referral Systems conference next month, including our own all-day training just before AIRS which we hope you’ve heard about by now. We’d love to see you at that event, or at our usual User-group open session that we’ll hold at about 2:30pm on May 22nd. For information on all our activities at AIRS next month, check out our web site.

In Denver last week, Stacey Stewart, President of United Way, opened the CEO 2-1-1 summit with an emphatic speech about the importance of 2-1-1 to United Way. It seemed clear to me that United Way wishes to continue bolstering 2-1-1 as a national initiative and several thoughts were put forth to support those plans. My additional takeaways and interpretations about United Way’s position on 2-1-1 after listening to the speech include:

That the major focuses for 2-1-1 should be…

  • Self-service options that are intelligent and accurate
  • Providing predictive trending to community and national leaders and decision makers
  • Meeting help-seekers where they are, notably on mobile devices

And that the 2-1-1 Brand promises access to:

  • Information
  • Service
  • Outcomes

A note on Outcomes: there is a growing chorus of support for 2-1-1 ensuring not just that a quality referral is made but that the person actually received the help they needed. This of course means added emphasis on follow-up, surveys, and the like.

In her opening remarks Ms. Stewart also left us with the thought that 2-1-1 should, “Be the barometer of human need in America.” We know this to already be true; 2-1-1′s have long been on the front lines of hearing directly from help-seekers about what is needed, and having first-hand knowledge of the gaps between needs and availability and accessibility of services to fulfill those needs. This is one of the reasons why reporting and other information about the Needs as tracked with the Taxonomy, as well as documentation on Unmet needs and why those needs go unsatisfied, have long been a part of iCarol software.

In her closing speech on Day Two, she clarified an earlier mention of a “National Platform” to make sure people did not think it equated to one specific software ‘platform’. Although software and technology will certainly be a component, by “Platform” they mean an encompassing suite of services and initiatives from UWW that will advance 2-1-1 at the national level. Examples included:

  • Develop marketing materials like commercials, videos, websites, etc. to both provide as turnkey items for local 2-1-1’s as well as execute their own national campaigns
  • Strategy setting
  • Fundraising

We’d be interested in hearing from those of you who also attended to get your thoughts on all of this, and any other takeaways you had from this summit. Leave us a comment below to keep the discussion going. As for us at iCarol, we’ll continue to stand strongly behind our 2-1-1 users, who make up about one-third of all 2-1-1’s in North America, as these initiatives by UWW move forward. We’ll be there to support you with all the latest tools and innovation and strong infrastructure that will help you meet and exceed these big ideas put forth by UWW.

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Neil McKechnie

iCarol is your help line software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more...

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